Manager, Program Management - Listener Care

Sirius XM•New York, NY

40d

About The Position

As the Manager, Program Management - Listener Care, you will promote accountability and excellence in program execution, ensuring initiatives meet timelines and business objectives. Working collaboratively across functions, you'll unite teams around shared goals to deliver exceptional customer experiences and elevate operational outcomes.

Requirements

5+ years experience in program/project management, with a focus on omni channel contact center operations and technology.
Proven track record of delivering large-scale omni channel contact center programs and projects with high complexity and multiple stakeholders.
Strong knowledge of omni channel contact center operations, technology, and industry trends.
Ability to analyze data and concisely summarize problem statements
Experience with project management tools such as MS Project, Monday, or Jira.
Deep understanding of PMP principles and methodologies
Certification in project management (PMP, Agile, or Scrum Master).
Must have legal right to work in the U.S.

Responsibilities

Manage the relationship of cross-functional project teams to deliver large-scale omni channel contact center programs and projects on time, within budget, and with high quality.
Develop and execute comprehensive project plans, resource allocation plans, and risk management plans to ensure successful project delivery.
Collaborate with stakeholders to gather omni channel contact center business requirements, define project scope, and develop business cases to support project initiatives.
Conduct project status updates, identify and mitigate project risks, and develop corrective actions to ensure project deliverables meet omni channel contact center business objectives.
Ensure compliance with organizational project management methodologies, standards, and governance.
Conduct root cause analysis and develop recommendations for process improvement

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